Ensures forwarding and receiving of all informationpertaining to the department in order to maintain set standards and achieveguest satisfaction 确保接听和转达所有与部门相关的信息，确保既定标准并取得客户的满意。 Receives, records, and distributes various reports 接听、记录并分发各种报告。 Receives, records, and transmits guest requestsaccurately 准确接听、记录并传达客人的要求。 Responsible for entering accurate room status intocomputer daily and investigate discrepancies 负责每天将客房情况准确的输入电脑并调查各种异常情况。 Maintains and update administrative data 维护和更新行政数据。 Maintains key control 管理钥匙。 Monitors lost property 监管失物相关事宜 。 Maintains working area and equipment in a proper stateof cleanliness and repair 确保工作区域和设备得到良好的清洁和修缮。 Report guest complaints to Executive Housekeeper ordelegate immediately 及时向行政管家或其代理人汇报客人的投诉情况。 Complies with hotel’s health, safety and hygienepolicies and adheres to conduct personnel grooming and hygiene standards 遵守酒店的健康、安全和卫生政策，并遵守个人仪容和卫生规范。 Attends meetings and training sessions as required 按要求参加会议和培训活动。 Is multi-skilled as a Room Attendant as well as otherareas of Housekeeping 成为掌握客房服务员和客房部其它业务领域工作技能的复合型人才。 Adheres to Housekeeping standards and procedures andenforces same 遵守并执行客房部的规范和工作程序。 Maintains good relations with Housekeeping staff andother interfacing departments, in particular Front Office and Engineering 与客房部员工以及其它关联部门，特别是前厅部和工程部保持良好的关系。

Receives, sorts, counts, stores and issues all uniform according to established procedures 依照既定工作程序对所有制服进行接收、分类、读数、存储和发放。 Assists in inventory taking 协助进行制服盘点工作。 Assists in repairing uniform 协助修补制服。 Reports damages and loss uniform to supervisor 向主管汇报制服的损坏和丢失情况。  Maintains uniform and equipment in proper state of cleanliness and repair 保证制服和设备的清洁与修补（修缮）。  Maintains records of uniform issues and discard register 保持对制服发放和丢弃的记录。  Complies with Hotel’s health, safety and hygiene policy and adheres to conduct personal grooming and hygiene standards 遵守酒店的健康、安全和卫生政策，并遵守个人仪容和卫生标准。

Assists in sorting hotel and guest linen for washing 协助收集酒店和客人的布巾，然后清洗 Helps in timely loading and unloading of machines 及时协助装卸机器 Assists in transferring linen and clothes between machines 协助机器之间的布巾和衣物传递工作 Feeds in linen in the flat-work ironer 将布巾送入平烫机 Ensures timely addition of chemicals in proper quantity 确保及时添加适量的洗衣粉 Maintains proper temperature, pressure and water level 保持适当的温度、压力和水位 Ensures machines and areas are kept free of lint 确保机器和工作区域中无布巾残留物  Ensures general cleanliness of the entire laundry department 确保整个洗衣部的整体清洁  Attends all staff training meetings as when directed by the superiors 按上级要求参加所有员工培训会   Reports health or safety hazards to the Laundry Manager 向洗衣房经理汇报卫生或安全隐患

Oversee the implementation of laundry standards andprocedures 监督洗衣房各项标准和工作程序的执行 。 Recommended changes to these standards and trainingneeds on an ongoing basis 就这些标准和培训需求提供持续性的改进建议。 Maintain a current and thorough knowledge of alllaundry systems 对洗衣系统有最新和全面的知识。 Open and close the shift and ensure effective shifthand over 负责管理接班和交班工作，以确保交接班过程的有效进行 。 Distribution and collection of keys 分发和收集钥匙。 Management of all incoming and outgoing calls toLaundry Department 管理洗衣部门所有的呼入和呼出电话。 Solve employee grievances 解决员工受到的不公正待遇问题。 Direct task allocations and change according to volumeand peak periods 依据工作量和高峰期等因素对工作进行分配及变更。 Perform quality inspections 进行质量检查。 Prioritize VIP or difficult guests 优先服务贵宾或难应付的客人。 Liaise with Housekeeping for guest and hotelrequirements 配合客房部满足酒店和客人的要求。 Ensure laundry valet is processed and delivered in atimely manner 确保及时为客人提供洗衣服务并送还。 Co-ordinate special projects (e.g. equipment routineservice; stock inventories) 协调特别项目(如设备常规检修；存储用品)。 Manage all special requests made by guests 处理客人所有的特殊要求。 Ensure consistency within the department 确保部门内工作的一致性。 Ensure you have complete knowledge of room types,layouts and facilities and the location of these 确保具有客房类型，设计，设施和位置的全面知识。 Supervise laundry storage areas 监管洗衣房存储区。 Maintain adequate stock levels 保持足够的库存水平。 Complete stock takes as required 按要求完成库存盘点工作。 Maintain stock levels 维持存货水平 Conducts shift briefings to ensure hotel activitiesand operational requirements are known 进行交接班说明，确保了解酒店的工作和运营需求。 Works with Superior on manpower planning and managementneeds 与上级领导一起进行人力规划和管理需求。

Organize uniform room and keep it tidy at all times. 整理收拾制服房，保持一贯的整洁。 Issues uniforms. 分发制服。 Numbers uniforms and store them per department. 给制服编号，并按部门分类。 Repairs or alter uniforms. 缝补或更改制服。 Inspects all clean uniforms. 检查所有干净的制服。 Monitors and keep an inventory of uniforms. 管理并记录更新制服盘点情况。 Leases with tailor for repairing clothing for guests. 与裁缝沟通关于客衣的缝补情况。 Assists in stock inventories. 协助库存盘点。 Helps in laundry section as and when required. 随时协助洗衣房的运转。 Responsible for repairing items such as drapes, sheers, bed dust ruffles, other linen, etc. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel. 负责缝补厚重的隔光帘布、纱帘布、床罩花边及其他布草等。

Directs the work assignments of the assigned area toRoom Attendants and other non supervisory person personnel. 负责給员工分配工作任务和其他员工分配工作任务 Identifies training needs and ensures departmentaltraining plans are successfully implemented. 确认培训需求和保证部门的培训能够得到很好的贯彻执行 Provides support to front line personnel, so they candeliver the highest level of outstanding guest service possible. 给第一线的员工以支持和鼓励，以便其能向客人提供更好的优质的服务 Assists in personnel matters such as evaluating andcounseling. 帮助员工，如员工评估和员工的生活等方面 To ensure good interdepartmental communication,network and teamwork. 确保有个好的沟通环境和好的团对建设 Ensures that Housekeeping personnel are familiar withPA facilities for the purpose of assisting guests 保证所有员工熟悉PA内的所有设施设备，以便给客人提供更好的服务 Maintains open channels of communication with the AssistantHousekeeper on all matters affecting the Housekeeping, Front Office,Engineering and Laundry Department. 在能够影响部门与前台，工程部和洗衣房的关系等方面的事务要能够与助理管家有着很好的沟通渠道 Conducts regular meetings within assigned area. 给员工开例会 Follow up the pest control and plants in PA 跟进酒店的虫害和植物管理 Ensure that the dilution of all cleaning chemicals iscarried out according to the procedures. Check the safety of the workingcondition and maintenance of the equipments. 保证所有清洁剂按照要求使用，检查员工的工作安全问题和维护清洁机器设备 Inspects all hotel all public area on a daily basis toensure that all furnishings, facilities and equipment are in good repair as perHICPJ standard. 每日检查自己所负责的公共场区域并保证酒店公共区域家私，设施设备是完好的符合酒店标准的 To ensure guest requests are met and company policiesand standard procedures are implemented and maintained. 保证客人的需求是符合要求的，并且要保证所提供的服务是按照标准去来完成的 Inspects guest and public area on daily basis toensure that all furnishing, facilities, and equipment are clean and in goodrepair report findings to the Executive Housekeeper. 每日检查所有公共区域，餐厅，会议室，客用洗手间，后区等以确保所有家私和设施设备是完好的，若发现有任何问题及时向行政管家报告 To inspect daily VIP meeting and dining place and tospot check meeting rooms or dining place of the VIP guests. 检查当日所有VIP会议和其用餐的地方 Receive and investigate queries and complaints fromHotel guests, Management and F&B, then report to Executive housekeeper. 接收并调查来自客人；管理层和餐饮的有关清洁问题和投诉并向行政管家报告 Maintains appropriate standards and discipline fordress, hygiene, uniform, appearance, posture and conduct of Housekeepingpersonnel. 在仪容仪表和礼貌礼节方面要有一个正确的标准和制度，并以此来督导员工 Monitors and controls Housekeeping tasks, such as lostand found, key control, security and emergency procedures, that help maintainthe health and security of personnel and guests.. 监督和控制客房部的工作，如在失物招领，钥匙控制，安全和紧急事件的处理的方法，以保证客人和酒店员工的人身财产的安全

Cleans and maintains guest rooms, guest corridors, linen rooms and cupboards according to set standards and procedures 按照既定标准和工作程序，对客房、走廊、布草房和餐具柜进行清洁。 Replenishes guest supplies 补充客用品。 Ensures guest services specified by superiors and guests requests are promptly and courteously met 及时、礼貌的完成上级指定的对客服务并满足客人的要求。  Reports damage or malfunction in hotel rooms to superior 向上级汇报酒店客房内的损坏或故障情况。  Maintains equipment in proper state of cleanliness and repair 保证设备的清洁和修缮。 Maintains a section room report 完成区域客房报告。 Maintains a daily room checklist 完成每日客房检查工作单。  Meets with superior and takes on daily assigned tasks 与上级会面并承担每日分配的任务。 Reports and submits lost and found articles to superior immediately 及时向上级汇报和上交与客人遗失物品。  Report guest complaints to superior immediately 及时向上级汇报客人的投诉。 Reports unusual behavior/activities on floors to supervisor 向上级汇报楼层里的反常行为和活动。  Records room status in allocated section accurately 准确记录在划定的区域内的房间情况。 Complies with hotel’s health, safety and hygiene policy 遵守酒店的健康、安全和卫生政策。 Adheres to personal grooming and hygiene standards 保持个人仪容和卫生标准。  Attends meetings and training sessions as required 按要求参加会议和培训活动。 Creates and maintains floral arrangements 制作并保持插花。 Carry out valet services when required including delivery of linen or processing laundry orders 如有需求则完成贴身管家服务，包括派送布草或处理洗衣预订等。

1.负责所分配的客房和服务区域的整洁。 2.尽可能地为客人提供帮助,响应客人的要求。 3.按照标准程序清扫房间及补给客耗品。 4.保持手推车的整洁和充分的补给。 5.保持布草房的整洁和井井有条。

Monitors Housekeeping personnel to ensure guestsreceive prompt and courteous service 监督客房部工作人员，确保客人得到及时和礼貌的服务。 Monitor Housekeeping personnel to ensure rooms, andparticularly those of IHGRewards Club members, known repeat guests and otherVIP’s receive special attention 监督客房部工作人员，确保客房，特别是会员、熟客和其它贵宾的客房得到特别重视。 Informs other operating departments of Housekeepingmatters, which concern notably the Front Office, to ensure accurate roomstatus, in addition to communicating with Engineering and the Laundry 除与工程部和洗衣房进行沟通外，还要向其它业务部门，特别是确保前厅部了解准确的客房状况。 Schedules routine inspections by supervisors, of allhousekeeping areas including occupied and non-occupied rooms Inspects guestrooms in all Housekeeping areas on a regular basis to ensure furnishing,facilities and equipment are clean and in good repair, well maintained andreplaced / refurbished as required 定期对所有客房区域进行视察，以确保家具、设施和设备按要求得到良好的清洁、修缮、保养和更换和整修。 Appraise appearance, discipline and efficiency of allstaff under direct supervision and initiate immediate remedial action ifnecessary 对所有直属下级的仪容仪表、守纪情况和工作效率进行评估。如有必要，可直接采取纠正措施。 Follows up on progress of agenda items covered inregular meetings 跟进日常所提及的其他需要跟进的客房部的日常事务。 Works with the Assistant ExecutiveHousekeeper on routine cleaning programs including spring cleans, etc 与行政副管家一起管理例行清扫活动，包括春季大清扫等。√ Supervise the implementation of housekeeping standardsand procedures in relation to: 监督客房部各项标准和工作程序的执行： Bedroomservice 臥室服务 Bathroomservice 卫生间服务 Valetservice 洗衣服务 Cleaningservice 清洁服务 Linenmaintenance 布草维护 Recommended changes to these standards and trainingneeds on an ongoing basis 就这些标准和培训需求提供持续性的改进建议。 Maintain a current and thorough knowledge of allhousekeeping systems 对客房部所有系统有最新和完整的知识。 Responsible for entering accurate room status intocomputer daily and investigate discrepancies 负责每天将客房情况准确的输入电脑并调查各种异常情况。 Maintains and update administrative data 维护和更新管理数据。 Open and close the shift and ensure effective shifthand over 负责管理接班和交班工作，以确保交接班过程的有效进行。 Maintains working area and equipment in a proper stateof cleanliness and repair 确保工作区域和设备得到良好的清洁和修缮。 Report guest complaints to Executive Housekeeper ordelegate immediately 及时向行政管家或其代理人汇报客人的投诉情况。 Conform all damage and losing item withoperator. 每天与总机和对房间丢失与破损的记录情况 Distribution and collection of keys 分发和收集钥匙。 Management of all incoming and outgoing calls 管理所有的呼入和呼出电话。 Solve employee grievances 解决员工受到的不公正待遇问题。 Perform Room allocations 分配客房 Perform Room inspections 检查客房 Prioritise arrival rooms 排列抵店客人客房的优先顺序。 Liaise with Front Office for guest and hotelrequirements 配合前台满足酒店和客人的要求。 Ensure guest valet is processed and delivered in a timelymanner 确保及时为客人提供洗衣服务并送还。 Co-ordinate special projects (e.g. site rooms, vermincontrol, window and carpet cleaning, room inventories) 协调特别项目(如参观客房，除虫，窗户和地毯的清洁，客房供应量) Manage all special requests made by guests 处理客人所有的特殊要求 Ensure consistency within the department 确保部门内工作的一致性 Management of lost property for the hotel 管理酒店的遗失财物 Ensure you have complete knowledge of room types,layouts and facilities 确保具有客房类型，设计和设施的全面知识 Conducts shift briefings to ensure hotel activitiesand operational requirements are known 进行交接班说明，确保了解酒店的工作和运营需求 Works with Superior on manpower planning andmanagement needs 与上级领导一起进行人力规划和管理需求

Ensure at all times maximum guest satisfaction through personal recognition to all guests along with  members, VIPs, and repeat guests,  and prompt cordial attention from arrival through departure 确保最大限度上满足客人的需求，会员及重要贵宾从到达至离开酒店期间，为客人提供个性化服务，使客户满意。 Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. 随时以友好的态度与客人打招呼，为客人提供帮助，尽量称呼客人的姓名。 Meets and escorts arriving VIPs and bids farewell upon their departure. 迎接并陪同抵达的重要客人办理入住，在客人离店时应向客人道别。 Provides courteous and efficient service and if possible complies with every guest request. 如果有可能对每位客人提出的每一个要求都要提供礼貌和高效率的服务和帮助。 Greets guests in a courteous and friendly manner. 礼貌友好的问候客人。 Escorts guests from the main entrance to the reception counter for registration. 从正门陪同客人到前台登记。 Shows guests up to their rooms and explain the facilities the hotel provides. 引领客人到房间并向客人介绍酒店的设施。 Offer to do their flight reconfirmation, changes or new bookings. 为客人提供机票再确认，更改或预订机票的服务。 Promotes the hotel outlets and offers to make reservations for them. 推销酒店的餐厅并为他们提供预订服务。 Adheres to policies established by the hotel. 遵守酒店建立的制度。 To be thoroughly conversant with the computer system at the Front Office. 精通前厅的电脑系统。 Provides guest service and comply if possible with every guest’s requests. 如果有可能对每一位客人提出的每一个要求提供服务和帮助。 Checks and ensures that all room/suites assigned for VIPs are in order and the respective amenities are placed in the room/suites before the guest arrival. 检查并确保为重要客人所预分的房间已经就绪，所有客房所需相关用具已于客人抵达前布置完毕。 Ensures that the lobby and work place is kept clean at all times. 确保大堂和工作区域始终保持整洁。 Assist in taking room reservations, if a guest approaches the Front Desk or calls up. 如果客人路过前台或打电话预订房间，要帮助客人。 Works closely with the front desk staff to ensure a smooth check in. 同前台员工密切合作以确保客人入住登记办理顺畅。 Provides information on the city to the guests. 向客人提供本市的有关资料。 Reads and signs the logbook and notice board for the latest news and follow-ups. 阅读工作日志并签字，注意板面上的最新信息并尽快解决落实。 Adheres to hotel policies and procedures. 遵守酒店的制度和工作程序。 Attends meetings and training programs (if any). 参加会议和培训。 Reports immediately any guest complaints to the Duty Manager 及时向值班经理报告客人的投诉。 Issues fruits baskets and other amenities 赠送果篮或其它用品。 Must be able to provide guests with any information pertaining to functions, tours, ticketing arrangements, general information on flights, bus, ferry and train schedules, special happenings in town and activities of the hotel in particular. Full attention must be given at all times. 必须能够向客人提供酒店各种附属功能，旅游、票务，航班、公交、客船、火车时刻表及概述，所在城市特别事件及酒店组织的特殊活动。必须随时给予客人足够重视。 Meets all repeated guests and VIPs upon arrival. 必须迎接抵达的所有常客及重要人物。 Checks with the reservation correspondence to make sure that all guest’s requests are granted. 核查预订信息以确保客人所有要求均可满足。 Assumes other duties as delegated from time to time. 随时承担被委派的其他工作。 Ensure all Airport pick-ups are being taken care of. 确保照顾到所有需要接机的客人。 Provide services and information to guests that are the most accurate and up to date possible, and delivered to the guest in the most meaningful way. 通过最恰当的途径，尽可能地向客人提供最优质的服务和最新、最准确的信息。 Maintains a very good reputation for the Hotel and assists to increase the overall profitability of the Hotel. 为酒店保持良好的声望并帮助酒店增加收入。

当面或在电话中问候 IHG One Rewards Club 优悦会会员和再次光临的宾客 收取、管理和接收宾客预订的付款  提供快捷且顺畅的入住和退房服务 提前预测宾客的需求和要求，提供定制化建议 成为宾客信任的代表，帮助宾客解决包括账单问题和餐厅建议等在内的各种问题

Responsible for safe transfer of guests from all determined locations 负责将客人从所有指定地点安全送达 Create guest satisfaction through a pleasing personality, effective communication skills and should be first to greet the guest as per time of the day 凭借令人愉快的性格和有效的沟通技巧取得客户的满意，并且总要主动与客人打招呼 Maintain good knowledge of the city routes locations and hotel facilities 熟知城市路线、地点和酒店设施 Maintain knowledge of flight timings and assist guest in handling and loading baggage whenever required 知晓航班时间，并按客人要求协助其处理和装载行李  Maintain a high standard of personal hygiene and be well groomed and well dressed at all times 保持个人卫生， 随时保持个人形象和穿着整洁 Do utmost to learn names of guests, especially repeat and long staying guests remaining alert to situations to offer assistance 尽力熟知客人的名字，特别是熟客和长包房的客人，注意观察情况以向客人提供协助  Assist in valet parking when not assigned any duty 在没有工作任务时协助代客泊车 Maintain detailed knowledge of facilities and services of the hotel and use this knowledge to promote the hotel to guests 熟知酒店设施和服务情况，并以此向客人推销酒店 Keep abreast of activities in your city which may affect driving times or routes and relay this to management 了解所在城市的活动，如发现可能影响驾驶时间或路线的情况应向管理层汇报 Responsible for the upkeep and cleanliness of the car used for guest transfer and assist with maintaining vehicles to hotel presentation standards 负责载客车辆的保养和清洁，并按照酒店形象标准对车辆进行维护 Performs other duties as may be assigned by the Rooms Division Manager 执行房务部经理可能分派的其它任务 Valid driver’s license required for Hotel van and car. 拥有驾驶酒店面包车和汽车所需的有效驾驶执照。

Assist with heavy packages, coats, suitcase, etc.  being alert to give assistance courteously and quickly, before having to be asked 主动协助客人提重包裹、拿衣服、提手提箱等，向客人提供礼貌和迅速的协助。  Maintain a willingness to please attitude and give undivided attention to any approaching guest 保持令人愉悦的态度并专心接待每位到来的客人。  Adhere to guest checking in and checking out procedures pertaining to baggage handling 在与行李相关的问题上，遵守客人入住和退房工作程序。 Welcome guests at the main entrance, offering the greeting appropriate to the time of day taking particular note of repeat guests and Priority Club members 在正门处欢迎客人，按具体时间段向客人发出合适的问候，特别要注意常客和忧悦会会员。  Assist arriving and departing guests by opening and closing car and taxi doors 为来店和离店的客人开关汽车及出租车门。 Maintain a spotless Porte Cochere and Drive way 保持车辆门道和车道的清洁。 Guide the guest to the Front Desk and wait behind the guest during the check-in.  Keep eyes on the Front Desk Clerk who provides the signal for you to step forward and receive the room and rooming booklet from the Front Desk Clerk.  Without delay, escort the guests accordingly.  将客人引至前台并在其办理入住手续时在其身后等待。在看到前台接待员的示意后上前从前台接待员处取得房间号和房卡，然后立即护送客人至其房间。  Be familiar with the layout of the hotel and memorize the preferred route for escorting guests  熟悉酒店布局并记下护送客人的最佳路线。  Be familiar with the lift workings and emergency stairs 熟悉电梯和疏散楼梯的使用。 Provide information to guests about the hotel facilities and services 向客人提供关于酒店的设施和服务的信息。  Provide guest services and guidance 向客人提供服务和引导。 Learn and utilize names of guests, especially repeat and long staying guests and routinely greet guests as they pass through the lobby, remaining alert to situations where he can be of assistance to guests 熟知并称呼客人的名字，特别是对于常客和长包房的客人，并在客人经过大厅时与其打招呼，随时留意是否有可以为客人提供服务的情况出现。 Keep the lobby clean and tidy, informing the Concierge or Bell Captain if it needs major cleaning 保持大厅的整洁，如果需要大清扫的话应通知礼宾主管或行李领班。 Maintain a well groomed hair style and wear clean, shiny well polished shoes and a neat uniform while on duty 上班时要保持好的发型，注意服装的干净，鞋要擦净并上光，并保持制服的整齐清洁。 Help other employees in department, replacing them temporarily when necessary  帮助部门内其它员工，如有必要则暂时代理他们的工作 。 Keep the baggage room clean and in order before going off duty on each shift 每次交班前均保持行李室的整洁。 Upon arrival of newspaper, prepare them and deliver them to guest rooms as assigned by the Bell Captain 当报纸送到后进行适当整理，然后按行李领班的要求将其送至客人房间。 Use the Duty Log to document matters of importance 使用工作日志来记录重要事项。 Operate Communicates equipment  操作通信设备。 Arrange transport and coordinate luggage 负责安排交通并协调行李事宜。  Manage the key system securely  对钥匙系统进行安全管理。

Ensure that all guest’s baggage are received and delivered upon arrival and departure even for baggage storage pertaining to the procedure laid down in the Inter-Continental Hotels & Resorts Front Office Manual 依照洲际酒店及度假村前厅部工作手册中规定的工作程序，确保所有客人进行交接班说明工作，确定了解酒店活动和运营要求和抵店和离店时均有服务人员为其提送行李，甚至为其储存。 Be thoroughly aware of arrivals and departures of each day with emphasis on VIP’s, Priority Club Members, groups and crew movements. 详细了解每天客人 进行交接班说明工作，确定了解酒店活动和运营要求抵店和离店的情况，重点留意贵宾、优悦会会员和团组的活动。  To work closely with Guest Relations Officer to ensure baggage for VIP’s, Priority Club Members are delivered promptly 与宾客关系主任密切合作，以确保贵宾和优悦会会员的行李得到迅速派送。 To assist the Doorman and supervise on traffic control along the driveway during peak hours 在高峰期对门僮进行协助，并监督对车道的交通控制。 Conducts daily briefing and to ensure that all uniform service staff are kept up to date, properly instructed and that all staff are properly dressed, neat and clean before start of duty.  Similarly, staff appearance should remain clean, smart and tidy at all times. 进行每日例会，以确保所有着装服务人员了解最新情况并得到正确指导，并保证工作开始前所有员工的穿着均符合规定、干净整齐。同样，员工的外表也应随时给人以干净、精明和整洁的印象。 Be responsible for training Bellman, Parking Valets and Doorman, in their respective jobs (by identifying training needs) 负责（通过发现培训需要）对应接服务员、停车场服务员和门僮就其各自岗位职责进行培训。 Ensure that all staff are fully informed and knowledgeable on hotel facilities and its surrounding areas 确保所有员工了解并熟知酒店设施及周边区域的情况。 Ensure that the surrounding areas at the lobby level and main entrance are clean  确保大厅和正门周边区域的清洁。 Supervise the Parking Valets in handling guests’ vehicles properly 监督停车场服务员对客人车辆合适处理。 Prepare newspaper orders and co-ordinates with news vendor for early delivery.  Supervises Bellman for newspaper delivery 负责报纸预订工作，并与报纸供应商协调早晨送报事宜。监督应接服务员送报情况。  Ensuring that all equipment (trolley, etc....) are in proper condition and recorded properly 确保所有设备（手推车等）保养良好并得到准确记录。 Must be fully conversant with emergency evacuation and fire procedures and ensuring all uniformed staff are aware of these procedures 熟知紧急情况疏散和防火工作程序，并确保所有穿著酒店工服装的员工了解这些程序。

Assist guests with all inquiries, both hotel andnon-hotel related 协助客人各种与酒店相关或无关的问询 Conduct effective shift briefings to ensure hotelactivities and operational requirements are known 进行有效的交接班说明工作，以明确酒店活动和运营要求 Maintain detailed knowledge of the activities of theday and alert to any potential problems 详细了解当日活动情况并留意各种潜在问题 Maintain detailed knowledge of key occurrences in yourcity/location including directions to key points of interests, restaurants, theatres,shopping, cinemas, sporting and recreational facilities, banks, consulates,transport systems and special events 详细了解所在城市和地区的情况，包括去往主要地点的路线、以及关于餐馆、剧场、商场、电影院、体育场馆、娱乐设施、银行、领事馆、交通系统和特殊活动的信息 Maintain adequate supplies of forms, brochures andensure they are presented in line with hotel standards 保证供应足够的表格和手册，并确保其质量达到酒店标准 Consult Log Book for information/request left byoutgoing shift 查阅交班人员的工作日志，寻找相关信息和要求 Manage all incoming guest mail, messages, telexes,facsimiles and special deliveries, in accordance with policy 按照相关政策，对发给客人的信件、留言、电传、传真和特快专递进行管理 Manage outgoing guest mail, courier services, postageof parcels and freighting as directed by guests 按照客人的要求，对客人寄出的邮件、通过信使服务寄送的信件、 包裹的邮资和货运进行管理 Maintain order and security of guest keys and otherselected keys kept in Front Office, ensuring key issue policy is followed 遵守钥匙管理政策，保证客人的钥匙及其它存放在前厅部的的钥匙的安全与有序管理 Receive telephone calls and take messages for guestswho are out, in accordance with hotel policy 依照酒店政策，替外出的客人接听电话和留言 Record incoming registered mail, telegram, parcel,telex in appropriate file 在相应的档案上对寄给客人的挂号信、电报、包裹和电传进行记录 Night staff check mail, message of expected guestsagainst the system/computer and expected arrivals 夜岗人员按照电脑系统和预抵房记录对预抵客人的邮件和留言进行查收 Prepare efficient work schedule for Bell staff,arranging holidays and vacations, taking into consideration projected occupancyand forecasts and any large group movements, especially those with early orlate arrivals and departures 在考虑入住情况预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日 Works with Superior on manpower planning andmanagement needs 与上级领导一起进行人力规划和管理需求。

Supervise and direct Concierge Desk activitiesand Concierge staff 对礼宾部柜台的活动和礼宾部服务人员实施监督和指导 Responsible for sorting and distributing guests andadministrative mail and returning mail to the sender for forwarding mail 负责挑选和分发客人的信件及行政信件，并将无人接收的信件送返发信人 Provide information pertaining to all hotel services,local places of interests, restaurants, doctors, sightseeing tours and anyother information likely to be of the interest to guests 提供客人可能感兴趣的关于酒店所有服务、当地名胜、餐馆、医生、观光等方面的信息 Be prepared to recommend first and foremost thehotel’s own Food and Beverage outlets before any other, making himself totallyfamiliar with the operating times and each outlets benefits 最先向客人推荐本酒店的餐饮营业场所，熟知这些营业场所的营业时间和各自的特长 Ensure the lobby is always kept in an orderly fashionand that ashtrays are kept clean 确保大厅始终保持整洁，烟灰缸始终干净 Coordinates the paging of guests in the lobby, Food& Beverage outlets, and where considered appropriate by the Management 在大厅、餐饮营业场所和其它管理层认为合适的地方协调对客人的呼叫工作 Responsible for the maintenance of the hotelinformation directory (function board) and ensures that the information shownin current and accurate at all times 负责维护酒店信息簿（功能板），并确保所有信息的准确性和实效性 Prepares efficient work schedule for Bell Services,arranging holidays and vacation, taking into consideration project occupancyand forecasts and any large group movements, especially those with early orlate arrivals or departures 在考虑酒店入住情况和预测以及大规模的团组活动，特别是关于提前或延迟到达及离店的情况的前提下，为行李服务部员工准备高效的工作计划，安排节日和假日 Ensures that all bell staff are neat, clean andpunctual at all times and that they perform the task assigned to them promptlyand efficiently 确保所有行李服务人员随时保持衣着整洁，工作守时，并且能够快速和高效的完成任务 Handle problems associated with guests and liaise withdepartment heads or executive management in the absence of the Front Office Manager. 处理与客人相关的问题，在前厅经理缺席的情况下负责与各部门负责人或行政管理部门联系 Works with linemanager and Human Resources on manpower planning andmanagement needs 与上级领导和人力资源部一起进行人力规划和管理需求

Ensure the correct operation of the switchboard for fast and efficient transferring of internal and external calls. 快速高效的转接所有来电。 Greets customers immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, etc. according to individual needs. 诚挚友好的问候客人。快速精准的回答和应对客人提出的问题及要求，其中包括各消费场所的营运时间方位等。 Ensure the  Supervisor or  Manager is kept fully aware of any relevant feedback from either customers or other department. 将客人和其他部门的意见和建议及时反馈给主管或经理。 Check all the equipment in Magic Centre all the time to ensure smooth operation: paging system, fax machine, voice mail system, FCS system, etc. Keep the Careline centre clean and tidy to ensure that all the staff may work in a comfortable environment. 时刻关注部门各项设施设备的运转是否正常，如传呼系统，语音留言，FCS 系统等。保证关爱热线的清洁干净，为员工提供一个相对舒适的工作环境。 Reviews VIP arrival and ensures proper handling of VIPs and groups. 关注VIP预抵及团队客人. Takes an active role in the team by being kind, cooperative, helpful and never forgetting the person behind the guest. 积极的工作，友好的为客人提供服务。 Reports problems with hotel systems, hardware or facilities to the appropriate party and follows up to ensure that corrective action has been taken. 对酒店设施设备的非正常运转予以及时报告，并跟进直至问题解决。 Passes on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed and guest satisfaction confirmed. Attends daily briefings, shift handovers, meetings and reads the log book on a daily basis. 确保信息有效的传达到人，及时解决问题让客人满意，参加每日必须的会议等。 Play a active role in achieving or exceeding the departmental performance test targets set up by the Hotel management which has direct connection with and influence on the individual performance test. The individual performance test target refers to the Hotel performance test policy and procedures. 在完成或超额完成酒店下达的各项经营考核指标中起积极作用，该经营考核指标与个人绩效考核挂钩。个人绩效考核办法参见酒店绩效考核制度。 Carries out any other reasonable duties and responsibilities as assigned. 完成任何其他合理的职责和被指派的职责。

Directs, supervises and coordinates the activities inTelecommunication department 管理,监督和协调总机房部门的运作 Develops and implement procedures for proper handlingin and out going telephone calls, facsimile transmission, rental equipment,lease telephone lines and other telecommunication services 执行和处理所有进出的电话,传真,相关设备的程序和其他相关服务 Investigates complaints regarding theTelecommunication services and the Operators and technicians, takes appropriateactions 调查所有关于对电话服务，接线员和技术人员的投诉并采取行动 Develops working plans to carry out goals, comparesactual achievements against goal periodically, take necessary correctiveactions 推动工作计划,分享目标,把实际的成绩和目标作比较并作出相应的措施 Establishes and maintains effective employee relations 建立维护和员工的良好关系 Organizes and conducts regular meeting for allTelecommunication staff to facilitate communication and a smooth operation     为电话接线员组织会议，促进交流，建立一个和谐的运作环境 Manages and monitors the operation of all equipment’s,software, hardware and endure all units are working and installed properly 检查和监督所有营运设备和各种软件、硬件设施，保证所有的工作设备正常运作 Ensures all telecommunication equipment’s are coveredby the correct maintenance contract and the preventive maintenance is performed 确保所有的电话设备有预防性维护和与合约商建立维护计划 Maintains up to date list of all telecommunicationequipment 保留所有电话设备的最新清单 Monitors the performance of PABX/Voice Mail/CallAccounting software and maintain logbook of equipment performance report 监督所有程控交换机，语音留言，计费系统的正常运作，并在交接本上记录所有设备的运作情况 Investigates and reports software problem to Vendors,coordinates interface problem solving with the hotel System Manager 调查和报告所有的异常情况给相应的供应商和酒店的电脑房经理 Maintains suitable record to process telephone calls inthe billing system, and to maintain record of the room status up to the Brandminimum standards 确保电话费用转入帐户的记录,根据酒店的最低要求保留房间状态的记录 Maintains user documentation, PABX system reports,telephone list, and numbering plan leases agreement on rental lines, maintenancecontract and local licenses 保留相关的报表,电话程控交换机系统报告,电话清单,维修记录和相关执照 Performs PABX data-base programming and regularservice change to control class of service on all telephone sets in the hotel 完成所有数据规划和服务以达到最好的电话服务 Prepares and controls departmental budgeted 准备和控制部门的预算 To attend Telecommunication seminar, productknowledge, presentation, organized by the external bodies 参加由外部群体组织的电子通讯班，了解产品知识，表现形式 Performs related duties and special projects asassigned 完成相关的项目并按设计完成相关的工程 Conducts shift briefings to ensure hotel activitiesand operational requirements are known 举行班次例会确保员工知晓酒店的推广和运作需要 Prepares efficient work schedule for Telephone staff,arranging holidays, vacation, taking occupancy and forecasts and any largegroup movements into consideration 准备员工的有效工作安排计划，合理安排假期，预测未来生意从而作出相应的行动计划，特别是一些大型的团队 Performs other tasks as assigned 按要求完成其他的任务

【岗位职责】 处理日常的入住、退房、预定及接待工作。 熟悉预订资料，了解客情，尤其要记住即将来电的贵宾、常客的姓名，了解酒店的所有活动； 熟练掌握店内信息，提供准确的问讯服务； 确保正确处理开票和行政工作，包括审查和归档工作报告。 制作有关报表，为其它部门提供准确的接待信息。 在日常工作及对客服务中体现良好的公司和个人专业形象，保持与物业合作方的良好沟通和协调。 妥善和及时处理客户的要求、询问和投诉。如有需要，及时向上级汇报。 积极与团队配合完成日常工作。 领导交办的其他工作。 【岗位要求】 大专以上文化程度。 性格开朗、头脑灵活、工作踏实，具有较强的服务意识、推销意识和责任感； 通晓酒店各项对客政策、设施设备及服务种类以及总台工作程度和规范。 可接受轮班工作制。